Voice Forms Transcriber User Guide

Nortel CallPilot
Voice Forms Transcriber User

Guide
NN44200-110
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Document status: Standard
Document version: 01.04
Document date: 27 April 2007
Copyright © 2007, Nortel Networks

All Rights Reserved.
Sourced in Canada
Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or
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The process of transmitting data and call messaging between CallPilot and its servers, switches or system is
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license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by
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termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
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Information for Japan

Japan Denan statement
The following applies to server models 703t, 1002rp, 1005r and 600r:
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The following applies to server models 703t, 201i, 1002rp, 1005r and 600r:
This is a Class A product based on the standard of the Voluntary Control Council for Interference by Information
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which case, the user may be required to take corrective action.
5
Publication History
April 2007
Standard 01.04 of the CallPilot 5.0 Voice Forms Transcriber User Guide is
issued for general release.
April 2007
April 2007
issued for CR review.
March 2007
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6 Publication History
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7
Contents
How to get Help 9
CallPilot Voice Forms and the transcription service 11
Introduction 11
Multiuser access to the transcription service 11
Notification of responses 12
About this guide 12
Important terms used in this guide 12
Reference documents 13
Using the telephone to transcribe 15
Overview 15
Play mode and pause mode 15
Types of commands 15
Logging on to the transcription service using the telephone 19
Playing responses 20
Overview 20
Resuming playback 20
Pausing playback 21
Skipping forward and backward within an answer 21
Moving to the next or previous field 22
When you reach the end of a response 23
Playing the next or previous response 23
Deleting a response 24
Restoring a deleted response 24
Marking a response as special 25
Switching between new and special response lists 26
Going to a specific response 26
Reaching the end of the response list 27
Logging on to another voice form 27
Playing the response envelope 28
Logging off 28
Using My CallPilot to transcribe 29

Overview 29
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8 Contents
Logging on using My CallPilot 29

Retrieving responses 29
Overview 32
Playing an answer in a response 32
Deleting a response 33
Marking a response as special 33
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9
How to get Help

This section explains how to get help for Nortel products and services.
Getting Help from the Nortel Web site

The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. More specifically, the site
enables you to:
• download software, documentation, and product bulletins
• search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
• sign up for automatic notification of new software and documentation
for Nortel equipment
• open and manage technical support cases
Getting Help over the phone from a Nortel Solutions Center

If you don’t find the information you require on the Nortel Technical Support
Web site, and have a Nortel support contract, you can also get help over the
phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
http://www.nortel.com/callus
Getting Help from a specialist by using an Express Routing Code

To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:
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10 How to get Help
http://www.nortel.com/erc
Getting Help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor
or authorized reseller, contact the technical support staff for that distributor
or reseller.
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11
CallPilot Voice Forms and the

transcription service
Introduction
The CallPilot Voice Forms application provides a simple, yet powerful,
means of collecting information electronically. A voice form is an electronic
equivalent of a paper form or questionnaire. A voice form contains a series
of questions that is played to callers when they dial into the voice form
service. Callers listen to each question and provide an answer. The set of
answers is saved to the system in the form of a response. Voice forms are
used for services such as credit card applications, registration forms, and
customer complaints. Three groups of people are involved in the CallPilot
Voice Forms application:
• the system administrator, who creates and maintains the voice forms on
the CallPilot server
• the caller, who dials into the voice form service and answers the voice
form questions over the telephone
• the transcriber, who retrieves, plays, listens, and transcribes caller
responses
You can transcribe the responses in one of two ways:

• using the telephone
• using My CallPilot
Multiuser access to the transcription service

Many transcribers can access the same voice form at the same time, but
only one transcriber can access a particular response. When you retrieve
a response to transcribe, the system locks the response so that only you
can transcribe this response. After you finish transcribing the response, you
must delete it so that the response is not available to other transcribers.
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12 CallPilot Voice Forms and the transcription service
Notification of responses
If you transcribe using the telephone, the system can notify you that you
have responses to transcribe by your Message Waiting Indicator (MWI) on
your telephone. A flashing MWI indicates that you have responses. When
you play the message, the system indicates the voice form ID, the number
of responses that you have, and the date that you receive the responses.
When you finish transcribing all of your responses, the MWI stops flashing.
The system can also send a notification message to your mailbox. You can
listen to the message using your telephone, or view the message using
your desktop client or My CallPilot.
About this guide

The CallPilot Voice Forms Transcriber User Guide provides you with the
basic information you need to know to transcribe using the telephone and
using My CallPilot. To transcribe using the telephone, see the chapter
"Using the telephone to transcribe" (page 15). To transcribe using My
CallPilot, see the chapter "Using My CallPilot to transcribe" (page 29).
The CallPilot Voice Forms Transcriber User Guide describes procedures

in the order that you are most likely going to use them. However, you can
explore the procedures in the order that you prefer.
Important terms used in this guide

Three important terms used in this guide are answer, field, and response.
• An answer refers to the answer to one question in the voice form.
• A field is made up of three parts: before answer, answer, and after
answer.
1. Before answer, depending on how the administrator configures the
system, is the spoken name of the field, a beep, or nothing (no
pause).
2. Answer is the caller’s answer to a question.
3. After answer, depending on how the administrator configures the
system, is a system stop or a delay.
• A response contains the answers to all of the questions in a voice form.
Types of responses
There are two types of responses:
1. A new response is a response that the system saves after the caller
completes the voice form and sends to a transcriber.
2. A special response is a response that a transcriber attempts to
transcribe but does not successfully complete the transcription. In this
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Reference documents 13
case, the transcriber marks the new response as special because the
response requires further attention.
Note: When a transcriber retrieves a new or special response and
begins transcribing, the system locks the response so that another
transcriber cannot retrieve the response.
Reference documents
For a list of all CallPilot documents, see the following CallPilot Customer
Documentation Map.
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14 CallPilot Voice Forms and the transcription service
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15
Using the telephone to transcribe

Overview
The transcription service keyboard layouts on your telephone keypad for
CallPilot Voice Forms are very similar to the Meridian Mail (MM) Voice
Forms. When you press different keys on the keypad, you can perform all
of the commands necessary to transcribe a caller response. If you are not
familiar with MM Voice Forms, the Help service provides a series of system
prompts to guide you through the transcription process.
Play mode and pause mode

The transcription service is in one of two modes: the play mode or the
pause mode. When you play back a response, the service is in the play
mode. The service goes into the pause mode when you press the pause
key, or 2, during playback. Certain keys on the telephone keypad function
differently depending on whether the service is in play mode or pause mode.
Types of commands
There are three types of commands: play and pause commands, response
commands, and session commands.
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16 Using the telephone to transcribe
Play and pause commands keypad layout

Figure 1
Play and pause commands keypad layout
Play and pause commands

Play and pause commands are single-digit commands. The following table
shows various tasks and associated play and pause commands that are
available on your keypad when the system is in play or pause mode. You
can use these commands at different times when you transcribe responses.
Table 1
Play and pause keypad commands
Command Key When to use Result
SKIP BACKWARD 1 PLAY mode System skips back within an answer.
PAUSE 2 PLAY mode System stops playback and puts service
in PAUSE mode.
SKIP FORWARD 3 PLAY mode System skips forward within an answer.
PREVIOUS RESPONSE 4 PLAY or System skips to the previous response.
PAUSE mode
NEXT RESPONSE 6 PLAY or System skips to the next response.
PAUSE mode
HELP * Anytime System plays prompts to help guide you
through the transcription process.
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Overview 17
Command Key When to use Result

PAUSE # PLAY mode System stops playback and puts service
in PAUSE mode.
PREVIOUS FIELD 1 PAUSE mode System skips to the previous field.
PLAY 2 PAUSE mode System begins playback.
NEXT FIELD 3 PAUSE mode System skips to the next field.
STOP # PLAY or System stops playback and plays a
PAUSE mode period of silence or pause.
PLEASE PRESS POUND # When system Indicates to system that you have
prompts you completed entering the information
requested.
CANCEL # Anytime Cancels a function that is in progress.
Response commands keypad layout

Figure 2
Response commands keypad layout
Response commands
Response commands are double-digit commands. All response commands
begin by pressing 7 on your telephone keypad. Using response commands,
you can play the response envelope, delete or restore a response, and
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mark a response as special or new. The following table shows the response
commands that are available on your keypad when the system is in play or
pause mode. You can use these commands at different times when you
transcribe responses.
Table 2
Response keypad commands
Command Keys When to use Result
PLAY ENVELOPE 7+2 PLAY or System plays the response envelope.
PAUSE mode
DELETE RESPONSE 7+6 PLAY or System deletes the response.
PAUSE mode
MARK SPECIAL 7+0 PLAY or System marks the response special.
PAUSE mode
CANCEL 7+# Anytime System cancels a function that is in
progress.
Session commands keypad layout

Figure 3
Session commands keypad layout
Session commands
Like response commands, session commands are double-digit commands.
All session commands begin with 8 on your telephone keypad. Using
session commands, you can go to a particular response, switch response
queues, log off the transcription service, or log on to another voice form
from the current voice form without logging off the service. The following
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Logging on to the transcription service using the telephone 19
table shows the session commands that are available on your keypad when
the system is in play or pause mode. You can use these commands at
different times when you transcribe responses.
Table 3
Session keyboard commands
Command Keys When to use Result
LOGIN 8+1 Anytime System logs on to another voice form.
LOGOFF 8+3 Anytime System logs off the voice form.
SPECIAL/NEW 8+4 Anytime System toggles back and forth from
special to new response lists.
GOTO 8+6 Anytime System goes to a specific response.
CANCEL 8+# PLAY or System cancels a function that is in
PAUSE mode progress.
Logging on to the transcription service using the telephone

When you receive notification that you have responses to transcribe, you
can log on to the transcription service and play the responses.
To log on using your telephone

Step Action
1 Dial the transcription service access number provided by your

administrator.
Result: The system asks you for the voice form ID.
2 Enter the voice form ID, followed by the pound (#) key.
Result: The system asks you for the voice form password.
3 Enter your password corresponding to the voice form, followed by

the pound (#) key.
Note: If the system does not prompt you for a password, the
system automatically logs you on to the transcription service.
If you do not know the voice form password, ask your
administrator.
Result 1: The system plays the response header and announces

the number of new responses followed by the number of special
responses.
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Result 2: Depending on how the administrator configures the

service, the system plays the response envelope, which states
the type of response, the voice form ID, and the time of day that
the response is recorded. At this point, you are logged on to the
transcription service and ready to transcribe responses.
Result 3: The system plays the first answer in the response.
Note: After the first answer field plays to the end, depending
on how your administrator configures the system, the system
responds in one of the following ways to give you time to
transcribe the answer:
• the system stops playback
• the system stops playback for a specified period of time set
by your administrator and then resumes playing the next
answer, advancing automatically through all answers of the
response until the system reaches the end of the response.
—End—
Playing responses
Overview
You can play a response as many times as you like. You can pause, stop, or
resume playback at any time. You can navigate from one answer to the next
answer or to the previous answer. You can navigate to the next response
and back to the previous response. You can also skip forward or backward
within an answer.
ATTENTION
After you transcribe all answers in a response, you must delete the response. If
you do not delete the response, the response stays in the list of responses and
another transcriber can retrieve and transcribe this response.
Resuming playback
If the system stops playback, the system is in pause mode.
To resume playback (when you are in the middle of an answer)

Step Action
1 Press 2 to play.
Result: The system resumes playing the response from the place
you were prior to pausing or stopping the system.
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—End—
Pausing playback
If the system stops playback and then automatically resumes playing the
next answer before you finish transcribing the answer, you can stop or
pause playback. You can use the pause command at any time while the
system plays a response. Pause the system when you need to catch up. If
an answer is especially long, you can pause as many times as you need
to transcribe the response.
To pause playback
Step Action
1 Press 2 to pause.
Note: When the system is in play mode, you can also use the
pound (#) key to stop playback.
—End—
Skipping forward and backward within an answer

When you play an answer, you can skip forward or backward within the
answer.
To skip forward within an answer

Step Action
1 Press 3 to skip forward.

Result: The system skips forward by 3 seconds and continues
playing the answer from this point.
Note: If you skip forward within 3 seconds of the end of the
answer, the system skips to the beginning of the next answer.
—End—
To skip backward within an answer

Step Action
1 Press 1 to skip backward.
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Result: The system skips backward by 3 seconds and continues

playing the answer from this point.
Note: To skip backward more than 3 seconds, press 1 again.
You can press 1 as many times as you like. If you skip
backward to the beginning of an answer, depending on how your
administrator configures the system, the system plays a short
tone or the name of the answer field.
—End—
Moving to the next or previous field

The system must be in pause mode to navigate to the next or previous
answer field using the NEXT FIELD and PREVIOUS FIELD keys. If the
system is in play mode, press 2, the pause key, or the pound (#) key to
navigate to pause mode.
To move to the next field

Step Action
1 Press 3.
Result: The system skips to the beginning of the next field.
Note: If you press the NEXT FIELD command when you play
the last answer of a response, the system announces “End of
response.”
—End—
To move to the previous field

Step Action
1 Press 1.
Result:The system skips to the beginning of the previous field.
—End—
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When you reach the end of a response
ATTENTION
When you successfully transcribe all answers in a response, you must delete the
response. If you do not delete the response, the response stays in the list of
responses and another transcriber can retrieve and transcribe the same response.
When you play the last answer of a response, you are at the end of
a response. When you reach the end of a response, you can play the
response again, navigate to the next or previous response, delete the
response, or mark the response as special.
Playing the next or previous response

You can navigate through the responses to retrieve the next response or the
previous response. You can press the NEXT RESPONSE and PREVIOUS
RESPONSE commands at any time, either during playback of a response
or when you stop or pause playback. When the system retrieves the next
or previous response, the system plays either the response envelope or
the response header.
To play the next response

Step Action
1 Press 6.
Result: The system skips to the beginning of the next response.
Note: If no more responses are available when you play the
next response, the system announces "End of response list."
—End—
To play the previous response

Step Action
1 Press 4.
Result: The system skips to the beginning of the previous response.
Note: If you play the previous response while you play the first
response, the system issues an error tone “<Error tone> There is
no previous response.”
—End—
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Deleting a response
When you delete a response, the system marks the response for deletion
but does not permanently delete the response from the response list.
ATTENTION
When you finish transcribing a response, you must delete the response. If you do
not delete the response, other transcribers can transcribe the response.
To delete a response
Step Action
1 Press 7 + 6.
Result: When you delete a response, the system announces
"Response deleted." The system goes to the next oldest available
response.
CAUTION
The system stores two responses at a time during a
transcription session. If you delete a response, the
system marks the response for deletion until you finish
transcribing the next response. However, when you begin
transcribing the third response (the second response after
the response that you deleted), the system permanently
deletes the response that is marked for deletion. You can
restore a response that the system marks for deletion. You
cannot restore a response that the system permanently
deletes.
—End—
Restoring a deleted response

You can restore a response marked for deletion in two ways:
• press 7 + 6 (DELETE RESPONSE)
• press 7 + 0 (MARK SPECIAL)
To restore a deleted response using 7+ 6 or DELETE RESPONSE

Step Action
1 Press 7 + 6.
Result: The system announces "Response restored."
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Note 1: To restore a response using 7 + 6, you use the same

command as you use to delete a response. The DELETE
RESPONSE command toggles between delete and restore.
Note 2: When you restore a response, the system returns the
response to the list of stored responses to be transcribed and
plays the next available response.
—End—
To restore a deleted response using 7 + 0 or MARK SPECIAL

Step Action
1 Press 7 + 0.
Result: The system announces "Response <ID> saved as special"
or "Response <ID> saved as new," depending on which list you are
transcribing.
Note 1: When you restore a response, the system returns the
response to the list of stored responses to be transcribed and
plays the next available response.
Note 2: The MARK SPECIAL command toggles between
restore as new, or restore as special, depending on which list
you are transcribing. When you transcribe special responses
and you press 7 + 0, or MARK SPECIAL, the system restores
the response as a new response. When you transcribe new
responses and you press 7 + 0, or MARK SPECIAL, the system
restores the response as a special response.
—End—
Marking a response as special

If you have problems transcribing a response, or if a response requires
further attention by another person such as the administrator, you can mark
the response as special.
To mark a response as special

Step Action
1 Press 7 + 0.
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Result: The system announces “Response <response ID> marked

as special” and retrieves the next available response.
Note: If you need to retrieve the response later, you can write
the response ID down.
You can also use the MARK SPECIAL command to return a
special response back to new.
—End—
Switching between new and special response lists

When you log on to a voice form, you can retrieve responses from the list
of new responses in this voice form. If you transcribe special responses,
you must specifically request to access the special response list using the
SPECIAL/NEW command.
To go to the special response list

Step Action
1 Press 8 + 4.
Result: The system announces the number of special responses
and retrieves the oldest available special response.
Note: You can use the SPECIAL/NEW command to toggle
between the two response lists. For example, if you are
transcribing responses in the special response list and you want
to go to the new response list, use the SPECIAL/NEW command
to return to the new response list.
—End—
Going to a specific response

You can use the GOTO command to go to special or new responses. You
can also use the GOTO command to go to a specific response. Before you
use the GOTO command to go to a specific response, note the response
number that you are transcribing so that you can return to this response.
To go to a specific response
Step Action
1 Press 8 + 6.
Result: The system announces "Go to:"
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2 Enter the response ID followed by the pound (#) key.

Result: The system goes to the response with the response ID that
you specify.
—End—
Reaching the end of the response list

When you finish transcribing the last response, the system plays the
following prompt: “End-of-response list.” To ensure that no new responses
have been added to the response list while you are logged on, go to the next
response after you hear the end-of-response-list prompt.
Checking for new responses

Step Action
1 Press 6.
Result: If there are no new responses, the system plays the
following prompt: “End-of-response list.” If there are new responses,
the system goes to the next response.
If you reach the end of the response list, you can log off the
transcription service.
—End—
Logging on to another voice form

If you finish transcribing responses for one voice form and want to transcribe
another voice form, use the LOGIN command. When you use the LOGIN
command, you do not have to log off the transcription service and then log
on again to retrieve another form.
To log on to another form

Step Action
1 Press 8 + 1.
Result: The system exits the current form and prompts you for a
new form ID and password, depending on how your administrator
configured the system.
—End—
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Playing the response envelope

You can play the envelope for a response you transcribe at any time by
pressing the PLAY ENVELOPE command.
To play the response envelope

Step Action
1 Press 7+ 2.
Result: The system plays the response envelope in the following
format:
<Status> <Form spoken name> Response <response ID> Received
<time stamp>
Note: If you do not enter a command within 3.5 seconds, you
hear the prompt “For help, press star.” When the system plays
the response envelope, the system does not automatically
resume playback. To resume playback, use the PLAY command.
Playback begins at the point at which the PLAY ENVELOPE
command was given.
—End—
Logging off
When you finish transcribing all responses, you can log off the transcription
service.
To log off
Step Action
1 Press 8 + 3.
Result:: The system terminates the session, disconnects your call,
and plays the following prompt: “Goodbye.”
—End—
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29
Using My CallPilot to transcribe

Overview
If you are a CallPilot user with transcription privileges, you can use My
CallPilot to retrieve and transcribe caller responses. For more information
about using My CallPilot to transcribe, ask your administrator.
Logging on using My CallPilot

Your administrator provides you with the URL to launch My CallPilot.
Bookmark this address in your Web browser for easy access.
To log on to My CallPilot
Step Action
1 In your Web browser, navigate to the My CallPilot address.
2 On the Welcome page, in the Mailbox box, type your mailbox

number.
3 In the Password box, type your CallPilot password.
4 Click Login.
—End—
Retrieving responses
After you log on to My CallPilot, the following Web page appears.
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30 Using My CallPilot to transcribe
Figure 4
My CallPilot home page
To retrieve responses
Step Action
1 Click the Voice Forms Transcription tab. This tab does not appear
for users without transcription permission.
Result: The following Web page appears that lists the voice form
IDs and voice form titles. These IDs and titles are links to the various
voice forms.
Figure 5
Voice Forms list
2 Select an item listed under Voice Form ID or Voice Form Title.

Result: A Web page appears that prompts you for the voice form
password, if the voice form is password protected. Otherwise,
proceed to Step 4.
3 Type your password.

Result: A Web page appears showing the list of responses.
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Retrieving responses 31
Figure 6
New responses
Note: The type of list that appears depends on the list that you
selected in your last session. For example, if you asked the
system to display all responses, the All Responses list appears.
You can toggle between the three types of lists by clicking on the
buttons at the top of the page.
4 Select a response that you want to transcribe.

Result: A Web page appears that contains a list of all answers in
the voice form.
Figure 7
Response page -- list of fields
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Note 1: There are two types of fields: voice answer field, which
is the caller’s spoken answer in audio format, and keypad input
field, which is the caller’s answer entered through the keypad.
The voice answer fields have a play button icon in the left column
to play back the fields. The DTMF Field column in Figure 7
shows the contents of the keypad input fields.
Note 2: When you select a response, the system locks the
response so that another transcriber cannot retrieve this
response.
—End—
Playing responses
Overview
After you retrieve a response, you can play the voice answer fields of the
response using the CallPilot player, or any player that supports WAV format.
You can view the keypad input fields in the DTMF column of the response
page.
You can navigate to the next or previous response, delete a response, and
mark a response as special.
Playing an answer in a response
To play an answer in a response

Step Action
1 Click the play button icon in the column that corresponds to the field
that you want to transcribe, or click the field name under the column
Field Name.
Result: The system plays the answer through to the end and then
stops.
2 To skip backward within the answer, press the rewind button on your
player.
3 To skip forward within an answer, press the fast forward button on

your player.
4 To stop playback, press the stop button on your player.
5 To navigate to the next response, click the Next Response button.
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6 To navigate to the previous response, click the Previous Response

button.
7 Play and transcribe all answers in the response.

8 When you finish transcribing all answers in the response, delete
the response.
ATTENTION
When you finish transcribing a response, you must delete the response so that
another transcriber cannot retrieve this response.
—End—
Deleting a response
To delete a response
Step Action
1 Select the response that you want to delete.
2 Click the Delete Response button.

Result: A message appears asking you to confirm the deletion. The
system permanently deletes the response if you confirm the deletion.
3 Click the OK button to return to the list of responses.
ATTENTION
When you finish transcribing a response, you must delete the response so that
another transcriber cannot retrieve this response.
—End—
Marking a response as special

If you have problems transcribing a response, or if a response requires
further attention by another person such as the administrator, you can mark
the response as special.
To mark a response as special

Step Action
1 Click the Mark Special button.
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Result: The status of the response changes to special, and the

system goes to the next response.
2 Click Close to return to the list of responses.
—End—
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Nortel CallPilot

All Rights Reserved.
Publication: NN44200-110
Document status: Standard
Document version: 01.04
Document date: 27 April 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Sourced in Canada
The information in this document is subject to change without notice. The statements, configurations, technical data, and
recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty.
Users must take full responsibility for their applications of any products specified in this document. The information in this document
is proprietary to Nortel Networks. Nortel Networks reserves the right to make changes in design or components as progress in
engineering and manufacturing may warrant.
*Nortel Networks, the Nortel Networks logo, and the Globemark are trademarks of Nortel Networks.
*Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
This user guide is distributed in soft copy only.

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Voice Forms Transcriber User

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Information for Japan

Using My CallPilot to transcribe 29

Logging on using My CallPilot 29

How to get Help

Getting Help from the Nortel Web site

Getting Help over the phone from a Nortel Solutions Center

In North America, call 1-800-4NORTEL (1-800-466-7835).

Getting Help from a specialist by using an Express Routing Code

Getting Help through a Nortel distributor or reseller

CallPilot Voice Forms and the

You can transcribe the responses in one of two ways:

Multiuser access to the transcription service

About this guide

The CallPilot Voice Forms Transcriber User Guide describes procedures

Important terms used in this guide

• A response contains the answers to all of the questions in a voice form.

Using the telephone to transcribe